Disclaimer: The information on our website and other online platforms is for general information only and does not constitute health or medical advice. We do not provide a crisis service. If you are experiencing an emergency, please contact emergency services or a crisis line immediately.
To avoid a cancellation fee, you must cancel or reschedule your appointment at least 48 hours before your scheduled session start time. This reasonable notice is required as a courtesy to your practitioner and other clients on our waitlist.
The following cancellation fees apply:
- More than 48 hours notice: No cancellation fee.
- Between 24 and 48 hours notice: A fee of 50% of the session cost.
- Less than 24 hours notice or no-show: A fee of 100% of the session cost.
Cancellation fees are not eligible for rebates from Medicare or private health funds. Clients with outstanding cancellation fees may not be able to access further sessions until the fee has been paid.
- Neudle Psychology Client Portal: This is the most reliable way to cancel or reschedule, as it is available 24/7 and your notice is logged immediately. To reschedule, simply book your new appointment before cancelling your current one.
- Email: You can email us at admin@neudle.com.au
- Phone: You can call us on 03 8400 0088. If our lines are busy or unattended, please leave a voice message.
To avoid a cancellation fee, you must provide at least 48 hours notice before your appointment start time. If cancelled via email or phone, the notice period is officially counted from the time we receive your message during our admin hours (these hours can be found on our Contact Us page). For this reason, we highly recommend using the Neudle Psychology Client Portal for any cancellations required outside of our admin hours to ensure your notice is logged in time. We do not accept cancellations via SMS.
- More than 48 hours notice: You can reschedule your appointment without incurring a fee.
- Less than 48 hours notice: If you need to reschedule with less than 48 hours notice, it is considered a late cancellation. In this situation, you have the option to contact our admin team prior to your session start time to find a new time slot. We will do our best to find an available session for you (limited to within one week following your original appointment date). This is subject to your clinician's availability. If we are unable to find a suitable time, the standard cancellation fee will be applied.
Please note: The 48-hour notice period does not reset for rescheduled appointments. The cancellation fee that applies at the time of your reschedule will also apply to the new appointment.
Sessions are strictly 50 minutes long and will not be extended for late arrivals. If you are more than 15 minutes late, your appointment will be cancelled and you will be charged the full session fee.
If you do not attend your appointment without any notice, it will be classified as a no-show and the full session fee will be charged.
On rare occasions, there may be unexpected interruptions to your session, or your clinician may need to cancel or reschedule your appointment due to unforeseen circumstances such as illness. We will provide you with as much notice as possible.
We will work with you to find a suitable new time, but a reschedule may not always be possible or realistic, particularly for clients with regular pre-booked sessions. In such cases, the best option may be to wait for the next scheduled appointment.
If a session is cancelled by your clinician and you have already paid, you will be offered a full refund. Alternatively, you may choose to put the payment towards a rescheduled or future booking. If you have not yet paid for the session, no charge will be applied.
A non-refundable 50% deposit is required before your clinician begins the assessment documentation / report writing process. Once this work has commenced, the service is not able to be changed or cancelled due to the significant time and effort involved in creating your custom-made report.
The completed documentation and any applicable diagnoses will only be released once the remaining balance has been paid in full.
We require a valid credit or debit card to be stored securely on file for all bookings. This allows us to process payments efficiently and automatically apply any cancellation fees. By providing your card details, you authorise Neudle Psychology to charge your card for any applicable cancellation fees.
- Private & Medicare Clients: Cancellation fees will be charged to the card on file.
- NDIS Clients (Plan-Managed & Self-Managed): You or your plan manager will be invoiced for the cancellation fee.
In specific circumstances where a card cannot be stored on file, we will review your booking on a case-by-case basis. If approved, a 50% deposit is required to secure each appointment. This deposit is non-refundable if the appointment is cancelled within the 48-hour notice period. If a deposit has been paid and you cancel with sufficient notice, it can be credited towards a future session or be refunded.
Please refer to our Booking Terms & Conditions for more information.
To ensure we can support as many clients as possible, if you have two or more no-shows or late cancellations in a row, any future appointments may be cancelled. For future bookings, if you do not have a card on file we will require a non-refundable full pre-payment to secure your appointment.
We know that life can be unpredictable, especially for neurodivergent individuals, and that cancelling an appointment is sometimes unavoidable. To continue offering high-quality care to all our clients, our cancellation policy is designed to be fair to everyone. It helps us keep our practice sustainable, ensures our clinicians are paid for their time, and allows us to offer appointment slots to other clients who are on our waitlist.
Sustainability
As a small business, we rely on appointment fees to cover our costs and the wages of our dedicated team. Cancellation fees help us remain financially stable and able to serve the neurodivergent community.
Availability
When appointments are cancelled at short notice, it is difficult to offer that time to a client on our waitlist. This policy helps ensure more clients can access the support they need.
Fairness & Transparency
Consistently applying this policy ensures a fair process for everyone. We are upfront about our policy and provide reminders and easy ways to manage your appointments to help you avoid fees.
